Work with entitlements and service level agreements in Dynamics 365 Customer Service

Beginner
Business User
Functional Consultant
Dynamics 365
Customer Service

Note

Effective November 2020

  • Common Data Service has been renamed to Microsoft Dataverse. Learn more.

  • Some terminology in Microsoft Dataverse has been updated. For example, entity is now table and field is now column. Learn more.

Modules will be updated soon to reflect the latest terminology.

This learning path focuses on working with entitlements and service level agreements in Microsoft Dynamics 365 Customer Service.

Prerequisites

  • Have a trial subscription to Dynamics 365 for Customer Engagement
  • Basic understanding of how to navigate the Dynamics 365 application
  • Working knowledge of the core records available

Modules in this learning path

Note

Effective November 2020

  • Common Data Service has been renamed to Microsoft Dataverse. Learn more.

  • Some terminology in Microsoft Dataverse has been updated. For example, entity is now table and field is now column. Learn more.

Modules will be updated soon to reflect the latest terminology.

This module will focus on Microsoft Dynamics 365 entitlements and how they're used to define and track information about support contracts. It includes information about creating and defining entitlements, setting up entitlement terms and types, defining related records, and managing the entitlement lifecycle.

Note

Effective November 2020

  • Common Data Service has been renamed to Microsoft Dataverse. Learn more.

  • Some terminology in Microsoft Dataverse has been updated. For example, entity is now table and field is now column. Learn more.

Modules will be updated soon to reflect the latest terminology.

This module will focus on Dynamics 365 Service Level Agreements (SLAs) and how they can be leveraged to define and track KPIs including defining business closures and working hour schedules, determining SLA triggering conditions, defining SLAs, building SLA items, managing SLAs, and working with SLA pause statuses.